Brian Santos | Page 2

I am ok with the work performed on my vehicle. I had to make several calls to request an update on my vehicle. However, when I picked up the vehicle, I was given the keys and receipt. I expected to concl make several calls to request an update on my vehicle. However, when I picked up the vehicle, I was given the keys and receipt. I expected to conclude the visit with my feedback being given regarding my vehicle. I was not given a chance to do so. It was as if they were to busy to care. More

by thomez45 Verified Customer Verified Customer

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Brian from the Collision Center has the worlds worst customer service. I’m a young woman in my mid-20’s and I came with my father to ask a few questions about the work done on my car (on the same day I customer service. I’m a young woman in my mid-20’s and I came with my father to ask a few questions about the work done on my car (on the same day I picked up my car), but my father stayed behind and didn’t intervene (at first) because I need to learn to do big girl things. I approached him about a paint job that was done and had questions about a few spots-one spot specifically where I saw the paint come off. He came out from his office already in a bad mood and talked down to me the entire time. I showed him where the fresh paint job already chipped off and he told me that wasn’t possible, so I had to stand there in the middle of the parking lot and defend myself for about 5 mins just for him to tell me to come back another day to get it covered. They also painted over dirt, and when I pointed it out to him, he told me it was a dent in the car. He refused at first to even touch the lump of dirt that was protruding from my car. After going back and forth he finally admitted that hey painted over the dirt. Not only was this just bad customer service, but it was really a slap in the face to be talked down to. This wasn’t even everything that happened, and if my father wasn’t there to step in and say, “hey please watch your tone she’s just asking questions”, who knows what he would’ve said to me. Completely disrespectful to be talked to the way I was talked to. It was completely humiliating and I left the dealership crying because I felt that talked down to. Not acceptable by any means. Also not to mention, when I first brought up the issue of the paint peeling on my car (roughly 4 years ago), the service department told me that it was my fault because I drove too close to semi-trucks and I needed to be more responsible. Come to find out there was a recall on my cars paint job. In addition, when I first learned about the recall and called to ask questions, the lady in the service department told me that there was no recall and me receiving a letter must’ve been a mistake. Now that may not be her fault for not knowing, but the total customer service end is whack. This isn’t the first time I’ve had an issue but this is the main one. Only TWO males (Chauncey and Tucker) that have taken me seriously and actually listen to what I’m saying. Chauncey is the reason I keep going back to Arlington Toyota. Regardless, I’m incredibly disappointed and humiliated as to how I was treated by Brian. More

by Kelly M Verified Customer Verified Customer

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Super Service I'm very happy with the service. My service representative always discuss what is needed at the moment and also discuss and/or tell me what future ser I'm very happy with the service. My service representative always discuss what is needed at the moment and also discuss and/or tell me what future service(s) are needed. The price/estimated price is also discussed prior to the service(s) rendered. (No surprises!!!) More

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Auto Maintenance Notification Due Initially, my first visit was another rep. back in 2017 which I cannot remember his name, but was not very comfortable. I had been observing th Initially, my first visit was another rep. back in 2017 which I cannot remember his name, but was not very comfortable. I had been observing the reps. at the service center and the 2nd service representative I chose was Rande Kristaiansen. From then on Rande has very helpful whatever questions I had and make my car service appointments with him as needed. He is a very nice person to work with on my vehicle. I enjoy dealing with Mr. Rande and will continue him as my service rep. More

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